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Organizations in the News
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CRM Experts in their Own Words: Stephen Bergman
Explore Article YouTube (2 hours, 35 min ago)
The Hoovers Product Marketing Manager talks about the value of data for CRM, Social Efforts, Sales and beyond.
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This Week in the Rear View Mirror
Explore Article play.goldmail.com (22 hours, 50 min ago)
Our weekly recap showcases help for making CRM decisions, the increasing importance of service, and why you should never post fake things on social media (it's your reputation at stake, stupid!). -
Service draws even with sales in CRM importance - finally
Explore Article (Sep 2 2010)
Bill Band just published a survey of 99 companies to try to establish some benchmarks to help scope CRM projects. He unearthed some interesting nuggets. The one that stood out to me is that customer service has pulled even with sales as the most frequently used component of CRM. Customer service came in at 67 percent, versus sales force automation at 66 percent. Three years ago, customer service would have trailed by a hefty margin, but now the economy is forcing businesses to look at service in a totally different light – and probably one that’s healthier for CRM as ... -
Little things that make a big customer experience impact
Explore Article (Aug 31 2010)
Mitch Leiberman of Comity Technology Partners likes to talk about CRM as the art of scaling up the personalized experience you get at a mom-and-pop store, and I think many large businesses hear that and their minds go blank. Hyatt, instead, figured out a very simple way to add that personal touch and in the process reinforce its brand and build loyalty among customers.Comment on Article Mentions: Aplicor
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This Week in the Rear View Mirror
Explore Article play.goldmail.com (Aug 26 2010)
Our weekly summary of what's going on in CRM and ERP. This week: OpenBravo tries to plant the flag in America, how ERP can help you be a better corporate citizen, and the top 10 open source CRM applications (spoiler alert: SugarCRM's among them). -
This Week in the Rear View Mirror
Explore Article play.goldmail.com (Aug 19 2010)
Our weekly wrapup examines IBM's play into Marketing Automation, Marin County's fresh start with ERP, and what you can learn from Comcast's still-stinky service.Comment on Article Mentions: IBM
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Comcast service revisited: great people working with broken processes
Explore Article (Aug 18 2010)
By Chris Bucholtz When you write about CRM, customer service and social media, Comcast is the gift that keeps on giving. I used to treat them as a whipping boy, but increasingly I think they’re more useful as an object lesson in what can happen if you don’t get a handle on customer service – and don’t make any attempts to do so until it’s too late. I had yet another opportunity to write about this poor, stumbling behemoth this week, when my wife decided that a 31 percent cost increase over two years should mean that our Internet worked ... -
This Week in the Rear View Mirror: Act!, Mobility and Measurement
Explore Article play.goldmail.com (Aug 12 2010)
Our weekly wrap-up looks at Sage's new release, enterprise mobility and why analytics need to be agile in the social era. -
Analytics for CRM: the Real Measure of Success
Explore Article (Aug 12 2010)
At the CRM Evolution show last week, one of the things that stood out was the prominence of the idea of analytics. Unlike almost every other technology-driven trend in the past, which seemed to discover analytics only after considerable pain had been suffered by the earliest adopters, social CRM is -
This Week in the Rear View Mirror: CRM Evolution spotlights analytics and the recipes for social CRM success
Explore Article play.goldmail.com (Aug 4 2010)
Our weekly roundup examines the CRM Evolution conference and the important trends on display in New York, along with a bit of fun at the expense of Ray Wang and Marshall Lager. -
Social service: a game changer, or oil for the squeaky wheels?
Explore Article (May 12 2010)
In the social age, the customer who vents the loudest and the most prolifically will get attention, if only for public relations reasons. In the meantime, the broken customer service processes that set the customer off in the first place remains broken, and there’s a pretty good chance that there are other customers whose attempts to gain satisfaction with your company are being thwarted – but they’re not saying anything about it. The numbers suggest that for every “squeaky wheel,” there are a lot more silent customers who will express themselves with their dollars.Comment on Article Mentions: Brent Leary
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This Week in the Rear View Mirror
Explore Article play.goldmail.com (Jul 23 2010)
Our weekly wrap up of notable items in CRM and ERP. This time: Apple's Social Screw-up, the wit of Estban Kolsky and new ways of thinking about your ERP solution. -
Backlash against jargon? Okay. Backlash against concepts? Dangerous.
Explore Article (May 6 2010)
There’s been plenty of discussion of whether Social CRM is a flavor of the month, or if it’s just a fad, or if it’s “jumped the shark,” as Denis Pombriant posited. Denis might be closest to reality; the term Social CRM has been pervasive long enough that there’s a backlash. But anyone who thinks the concepts the term Social CRM is used to indicate are passé are deluding themselves.
Comment on Article Mentions: Paul Greenberg
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This Week in the Rear View Mirror
Explore Article play.goldmail.com (May 28 2010)
Our weekly audio/visual recap of all that was significant this week in the world of CRM and ERP. This week: Templates, Mitch Lieberman and the importance of honest in the software selection process. -
How managers and vendors can help drive Social CRM
Explore Article (Dec 14 2009)
By Chris Bucholtz, CRM Blogger In talking to sales professionals, it’s clear that there’s an understanding of how social media can help them. But there’s also a disconnect. Although many of them have integrated social media into their personal lives, they haven’t quite grasped how to do tha
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davidmorisseau » The Top 10 Open Source CRM Applications
Open source is good, but often brings a lot of problems. When comparing to a ...
RahulNair » The Top 10 Open Source CRM Applications
OpenERP though primarily an ERP its modularity allows a customer to take out a specific ...
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